Service calls

Service calls are the tickets for warranty and service work on finished jobs. This video covers the tickets, the warranty check, visits and statuses, a new service call, the ticket page, and importing past tickets.

Tickets

Open Production, then Service Calls. Tickets lists each one with its status, priority, warranty, owner and next visit. Change the status, priority or owner right in the row, or click Schedule to book a visit. Quick picks show what's open, yours, urgent, or a visit nobody closed.

New service call

Click New service call. Search for the job, or leave it empty for a client without one. Fill in the client, how it came in, the first contact date, the kind of issue, the priority, the owner, and what's wrong in one line.

Warranty check

Linked to a job, the warranty answer fills in by itself. It compares the first contact date with the job's completion date plus your warranty months, twelve unless you change it in Settings. With no completion date, it says Unknown. To decide it differently, pick Covered or Not covered and say why.

The ticket page

Open a ticket for the issue, the visits, photos and files, notes and history, the client and the job. Across the top are Call the client, Email the client, the project and Team chat.

Statuses

Where the ticket is shows its steps, with buttons for the next one. A new ticket goes to PM reviewing, then Visit scheduled, In progress, Solved and Closed. Use Waiting on for parts, the client or a sub. If it's not covered, write a change order on the job and mark it Change order sent. Mark solved asks what fixed it.

Visits

Click Schedule a visit to pick when and who goes: you, a teammate, or a sub. A new or reviewing ticket moves to Visit scheduled. The Visits tab lists every open visit: past due, today, tomorrow, this week and later. Click Done and say what came of it.

Deleting a ticket

Opened one by mistake? Owners and admins can delete it with a reason, until there's work on record: a visit done, a fix, or a change order sent.

Import past tickets

Moving from another system? Owners and admins click Import past tickets, pick a spreadsheet file, and match its columns. Choose History only to close them all, or keep their status so open ones land on the board. The same file never comes in twice.

Give every ticket an owner, so one person sees each one through from New all the way to Closed. Next: Client and crew portals.